Default Client Support Specialist II

ICE Clear Europe Limited; Jacksonville (FL); On-site; USD 120,000 - 160,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a senior team contributor with deep mortgage Default expertise to shape systems scope and objectives aligned with client business plans and industry requirements.

The role provides technical consulting on complex projects, liaising between end-users and IT, and may involve travel to client sites while training staff on new systems and procedures.

Qualifications

• 5+ years of mortgage industry experience
• 4+ years of analytical and/or technical consulting experience
• Experience in a client-facing role
• Experience with ICE Mortgage Technology products, services, and capabilities
• Prior Mortgage Servicing experience required
• Excellent verbal and written communication to technical and non-technical audiences

Responsibilities

• Act as liaison between end-users and IT during consulting projects to meet client requirements
• Research and document client needs, technology, or regulations impacting multiple platforms
• Analyze system impacts and provide recommendations on best practices and changes in technology
• Assist client in writing test plans and test cases to ensure enhancements meet needs and maintain integrity
• Conduct system, integration, readiness, and acceptance tests
• Consult directly with clients and may travel to client sites
• Potential role in training client and technical support personnel on enhancements or new systems
• Perform other related duties as assigned

Skills

Analytical consulting

Client-facing

Technical communication

Education

Bachelor's degree or equivalent

Tools

ICE Mortgage Technology

Job description

Overview

Job Purpose

Serves as a team contributor with expertise in mortgage Default and responsible for formulating systems scope and objectives relative to a client organization's business plan and industry requirements. Provides technical consulting on complex projects.

Responsibilities

• Serves as liaison between end-users and the information technology organization during consulting projects to meet specific client requirements
• Expertly research and document client needs, technology, or regulations related to system design or enhancements that will impact multiple platforms and/or applications
• Analyze system impacts on client environments and procedures and provides recommendations on best practices and changes in technology accordingly
• Assist client in writing test plans and test cases to ensure enhancements made to applications meet client needs and that application integrity is maintained
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests
• Consults directly with the client and may travel to the client site
• May play a key role in the training of client and technical support personnel on enhancements, new systems, or procedures
• Performs other related duties as assigned

Knowledge and Experience

• Bachelor's degree or the equivalent combination of education, training, or work experience
• 5+ years of mortgage industry experience
• 4+ years of analytical and/or technical consulting experience
• Experience working in a technical client facing role
• Experience with Intercontinental Exchange (ICE) products, services, and capabilities
• Prior Mortgage Servicing experience required
• Functional knowledge in the following area(s) is required:
  • Default - Early stage default such as Loss Mitigation, Collections and Collection queue assignments, Delinquency Notices, Late Charges and Fees, Modifications, MI Delinquency Reporting, Property Inspections, Single Point of Contact
  • Other areas - Default Activity Reporting, Bankruptcy, Foreclosure, Credit Bureau Reporting, REO, Year End Reporting for Default
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization

Preferred Knowledge and Experience

• Knowledge of ICE Mortgage Technology products, services and capabilities
• Knowledge of the tools, techniques and principles used in application development in objective-oriented development, or other relevant technology
• Proficiency in quality management methods, tools, and technologies
• Awareness of system-development protocol
• Strong analytical skills
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills
• Ability to persuade and influence others on the best approach to take
• Resourceful and proactive in gathering information and sharing ideas

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.